Laguna Surf Lodge by SCP Hotels — Hotel in Laguna Beach

Laguna Riviera Review

I reserved a surf-side room in AUGUST because my family wanted to celebrate Christmas at the beach. I called them no fewer than 4 times to assure that we got room 404 — the ONLY surf-side view room in the resort that did not have stairs to climb. I informed them it was very important that they keep their promise because my daughter is in a wheelchair. I had to pay for the room IN FULL, IN AUGUST, and Matt told me that would guarantee that the room was ours. I call ON Christmas eve, before we drive down, and I am told by Madeline that Matt had violated company policy by assuring us that the room that we paid for in advance was ours. They had my money for FOUR MONTHS when they gave the room to another guest who arrived TODAY. They said they told them our predicament, but they didn’t care to move. They should have paid that couple to go to a different room. They arrived at EXACTLY the same time as us. To say I’m angry doesn’t cut it. I am LIVID. They said I could cancel the trip and pay a $75 cancellation fee. I said, “No I will NOT pay a $75 cancellation fee because this is YOUR FAULT. They agreed I could cancel for a full refund. I asked if Matt had made an error, why wasn’t I CALLED about it. They said they “didn’t know.” The other option they gave us was an ADA room with a “partial view”. It had NO VIEW OF THE OCEAN! Our beachside Christmas was RUINED because of the incompetence of this hotel’s staff. I would have chosen a different hotel had I been informed that they could not hold a specific room for us. To appease me they waived the parking fee (that I didn’t know they had) and reduced the price of the room from the $379 I paid for the surf-side room to $150 — $50 less than the going rate for the room that day. It was a SMALL comfort because, again, they RUINED our surf-side Christmas. We were looking forward (for FOUR MONTHS) sleeping what, in effect, would have felt like ON the beach. They said we could check in early, too, and we didn’t even get to do that because I wasted too much time on the phone with Madeline at Laguna Riviera begging to have our room restored to us. But no, the guest in there had squatting rights I guess. They should have given him his stay for free for him to move to a different room because they had made a booking error. I plan to file a complaint with the BBB. I want room 404 next Christmas to make up for them ruining our holiday this year, and I want it for FREE for 3 days. Well we got here, and the guest arrived who apparently had our room. Not sure how THEY were allowed to request it and we weren’t, but not only did they get our room, they took the only handicap parking space. We have a ramp van for our daughter in the wheelchair. They did let us park in two spaces, but it was very frustrating to see that other guest park in the space intended for us, and go to our room. It really made me upset. Also once we arrived they found a room with a view next to a public deck (we would have had a private one) for $220. So we go in and the curtain falls on my daughters head. They fix it, interrupting our dinner ordering, and with the door wide open to the ocean chill. AND there was no heat in the room… so they had to fix that too. So he “fixed” it and it was still cold, so he had to bring us space heaters. I was going to put the kids in the back room and sleep with the ocean view, but instead I HAD to sleep in the back because it was warmer there. So much for an ocean view. Next year, all I can say is I want room 404, for December 23-26 — ON THEM! The photo is what we SHOULD have been able to see from our room.

UPDATE: I hate to say that they redeemed themselves at all, but my daughter left her slide board in the room and they offered to ship it to us. We came and picked it up, but that was good of them — so they get 1 star instead of no stars. I want to note for you that I saw both the people who had our room, and a random guest when we were picking up the slide board requesting heat in...

There's something special in the water at Laguna Surf Lodge!

Everything about our stay at Laguna Surf Lodge was exceptional. We arrived well after 10pm (and a bit frazzled) to check in and were immediately greeted by the valet, Brody, whose genuine heartfelt hospitality truly set the tone for a calming, restorative week-long stay at the lodge. He exceeded all my expectations, took care of all our extra requests, and made us feel truly welcome. Our Peaceful Room was just that - beautifully decorated, with a thoughtful, clean design; complete with aromatherapy pillow spray, essential oils, a diffuser, and an air purifier; a wonderfully comfortable bed and pillows; and a gorgeous ocean view. Dozing off and waking up to the sounds of the ocean waves crashing on the shore was relaxing and soothing and we truly appreciated that there were no TVs or clocks in the room. Having just the sounds of seagulls, small birds singing, and the ocean was pure bliss.

Amenities such as the filtered water stations, fresh fruit-infused water at the valet station, freshly brewed coffee in the lobby, and beach chairs & umbrellas, added comfort and convenience to our stay. The pool and jacuzzi, oceanfront fire pits, and secluded seating areas down the beautifully landscaped path to the shore added another level of relaxation and renewal. Our favorite spot was the row of rocking chairs right at the oceanfront - we looked forward to watching the stars and the ocean from those chairs every night.

Laguna Surf Lodge is so much more than these noteworthy amenities, however. Throughout our stay, every staff member we encountered showered us with authentic concern for our comfort and enjoyment and that is actually what made our stay here so spectacular. There truly is something very special about the team of people who take care of the guests here. Everyone emanates a calm happiness and genuine care for our wellbeing. We were consistently met with bright smiles and natural warmth and generosity of spirit. There is no canned, forced kindness here. It is real and it runs deep. Thank you Rynn, Andrew, and Tyson for always being cheerful and helpful. Thank you, Gabe, for offering us much grace and understanding and stellar valet service. Thank you, Vincent, for always greeting me with a big, bright smile, for offering insider tips for dog-walking paths, for fulfilling towels and bedding requests when we returned to the lodge late at night, and for your thoughtfulness; it is my understanding that you are a newer member of the team and you are a true asset and very appreciated. Thank you, Brody, for everything! From your prompt and personalized valet service, restaurant and local area recommendations, dog park directions, swift and stealthy assistance with bags and luggage and room needs, to your calming and steady presence, you made us feel very valued and we appreciate all you did for us. A special thank you to Euridice; I thoroughly enjoyed our daily visits. Thank you for loving on Dancer and giving him the best dog treats he's ever had! Your grace and love give the lodge something truly priceless. I'm so happy to have met you. And a GIANT thank you to Jim. With you at the helm, it's no wonder why the staff is all so remarkable. Your sincere care for us and your constant attention to our needs, along with the joy and happiness that you exude made us feel like we were just at a home away from home. I cannot thank you enough.

It was sad to leave after living in the beautiful bubble of Laguna Surf Lodge for the week. I look forward to returning and seeing all of your smiles again soon and retreating back into the oceanfront haven that you all so...

Everything about our stay at Laguna Surf Lodge was exceptional. We arrived well after 10pm (and a bit frazzled) to check in and were immediately greeted by the valet, Brody, whose genuine heartfelt hospitality truly set the tone for a calming, restorative week-long stay at the lodge. He exceeded all my expectations, took care of all our extra requests, and made us feel truly welcome. Our Peaceful Room was just that - beautifully decorated, with a thoughtful, clean design; complete with aromatherapy pillow spray, essential oils, a diffuser, and an air purifier; a wonderfully comfortable bed and pillows; and a gorgeous ocean view. Dozing off and waking up to the sounds of the ocean waves crashing on the shore was relaxing and soothing and we truly appreciated that there were no TVs or clocks in the room. Having just the sounds of seagulls, small birds singing, and the ocean was pure bliss.||Amenities such as the filtered water stations, fresh fruit-infused water at the valet station, freshly brewed coffee in the lobby, and beach chairs & umbrellas, added comfort and convenience to our stay. The pool and jacuzzi, oceanfront fire pits, and secluded seating areas down the beautifully landscaped path to the shore added another level of relaxation and renewal. Our favorite spot was the row of rocking chairs right at the oceanfront - we looked forward to watching the stars and the ocean from those chairs every night. ||Laguna Surf Lodge is so much more than these noteworthy amenities, however. Throughout our stay, every staff member we encountered showered us with authentic concern for our comfort and enjoyment and that is actually what made our stay here so spectacular. There truly is something very special about the team of people who take care of the guests here. Everyone emanates a calm happiness and genuine care for our wellbeing. We were consistently met with bright smiles, natural warmth, and generosity of spirit. There is no canned, forced kindness here. It is real and it runs deep. ||Thank you Rynn, Andrew, and Tyson for always being cheerful and helpful. Thank you, Gabe, for offering us grace and understanding and stellar valet service. Thank you, Vincent, for always greeting me with a big, bright smile, for offering insider tips for dog-walking paths, for fulfilling towels and bedding requests when we returned to the lodge late at night, and for your thoughtfulness; it is my understanding that you are a newer member of the team and you are a true asset and very appreciated. Thank you, Brody, for everything! From your prompt and personalized valet service, restaurant and local area recommendations, dog park directions, swift and stealthy assistance with bags and luggage and room needs, to your calming and steady presence, you made us feel very valued and we appreciate all you did for us. A special thank you to Euridice; I thoroughly enjoyed our daily visits. Thank you for loving on Dancer and giving him the best dog treats he's ever had! Your grace and love give the lodge something truly priceless. I'm so happy to have met you. And a GIANT thank you to Jim. With you at the helm, it's no wonder why the staff is all so remarkable. Your sincere care for us and your constant attention to our needs, along with the joy and happiness that you exude made us feel like we were just at a home away from home. I cannot thank you enough. ||It was sad to leave after living in the beautiful bubble of Laguna Surf Lodge for the week. I look forward to returning and seeing all of your smiles again soon and retreating back into the oceanfront haven that you all so...